Customer satisfaction is critical to the effective delivery of services in today's workplace. Accurately and appropriately identifying customer needs is the first step in offering quality services to meet those needs. This workshop will allow participants to develop an action plan to enhance their sensitivity, knowledge, and skills relative to the identification of customer characteristics and needs. Beginning by defining customer, customer service, and customer satisfaction, participants will delve into topics such as personal communication styles, dealing with angry customers, tools for measuring customer satisfaction, and techniques for increasing customer satisfaction. Participants will also describe and practice communication skills of active listening, choosing words and phrasing, avoiding jargon, and asking questions and will also discuss how self-talk (internal dialogue) affects attitude and customer service.
Addresses NAWDP CWDP competencies: Customer Service and Interpersonal Relations
This course is not currently scheduled. To request this course to be placed on an upcoming schedule, please contact us.
Tracks:
Career Development
Business Services
Program Planning & Design
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